Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
156
June 2007
4. Click Add to select or set up the actions you want to execute when the timer
has expired.
5. When you have configured the Timer Expiration Work Flow, click OK.
Utility Action
There are three utility actions:
■
Start recording
■
Stop recording
■
Send a predefined, high-priority chat message to the agent’s supervisor
High Priority Chat Messages
A high priority chat message is a predefined message that appears in a supervisor’s
Chat window (see
Chat window (see
). The message behaves just like a regular chat message
that is tagged as high priority—it pops up on the supervisor’s screen on top of all other
windows to attract the supervisor’s attention.
windows to attract the supervisor’s attention.
You can configure a task button on the Agent Desktop toolbar to send such a message
from an agent to the agent’s supervisor(s).
from an agent to the agent’s supervisor(s).
NOTE: For CAD-BE agents, a high priority chat message can be sent
but it cannot be replied to by the supervisor, because CAD-BE agents
do not have chat capability.
but it cannot be replied to by the supervisor, because CAD-BE agents
do not have chat capability.
Figure 84.
Sample high-priority chat message.
To set up a utility action:
1. Set up a new action. See
The Select Action window appears.